so, which password XXXXX you forget? The one for your Mac, iTunes account, etc...?

Customer: for the Mac

Customer: the opening it up one

OSXpert :

I see -- do you have your Mac OS X discs?

Customer: no

Customer: walking disaster, I am

OSXpert :

no worries, we have a few options, but it will be easiest if you can get the Mac OS X discs

Customer: we have to go to plan B

Customer: I will never ever find them

OSXpert :

alrighty -- any chance a friend has one that you have access to?

Customer: no, then I would have to claim stupidity

Customer: let me go take a fast look

OSXpert :

haha, tell them it's for something else....like installing some software from the original discs

Customer: LOL! NOOOOOOOOOO and no luck!

OSXpert :

okay, let me write up some instructions, stand by...

Customer: okay, ty

OSXpert :

first, do you have an external drive that you can use to backup your data before we go any further...just to be extra careful?

Customer: no, there is nothing important on there

OSXpert :

okay, your data should be copied back over, but just want to make sure nothing gets lost...

Customer: no worries, my life is simple and boring

Customer: until I drink too much and change my password

OSXpert :

haha, alright...try this

Customer: kk, I'm all ears

OSXpert :

1.) Reboot your mac2.) Immediately hold the command+S keys as soon as you hear the chime noise at startup (command key may also be the "Apple" key)3.) You should get a command prompt, enter the commands below EXACTLY as you see them here. Press the <return> or <enter> key after eachmount -uw / rm /var/db/.AppleSetupDone shutdown -h nowBoot your machine back up normally and follow the on-screen prompts to set up a new admin account.

OSXpert :

oops, formatting was mess up there, let me re-type

OSXpert :

one sec...

Customer: k

OSXpert :

1.) Reboot your mac 2.) Immediately hold the command+S keys as soon as you hear the chime noise at startup (command key may also be the "Apple" key)3.) You should get a command prompt, enter the commands below EXACTLY as you see them here. Press the <return> or <enter> key after each

mount -uw /

rm /var/db/.AppleSetupDone

shutdown -h now

Boot your machine back up normally and follow the on-screen prompts to set up a new admin account.

OSXpert :

those commands need to be typed exactly, do you have another computer you can use to stay connected with me while you reboot your Mac?

Customer: hold on command plus the S key?

OSXpert :

yes, command and the S key

OSXpert :

do you have another computer you can use to stay with me?

Customer: command plus s is not doing anything

OSXpert :

you need to reboot your Mac first...are you chatting with me on your Mac or another system?

Customer: yes I am on other computer silly, I can't get on mine

Customer: yes other mac

Customer: k whole bunch of shit came up

OSXpert :

gotcha -- wasn't sure if you couldn't log in or if it was having problems doing updates and making changes with the admin password

OSXpert :

okay good, you should end up with a prompt -- like you're expected to type something...

Customer: okay I typed all of that

Customer: and the last prompt is :?root#

OSXpert :

good, you type each of the three commands and hit <return> after each one?

Customer: yes

OSXpert :

...and you didn't get any error messages after any of the commands?

Customer: no

OSXpert :

well, it should reboot after typing the shutdown command...

OSXpert :

did you already type it?

Customer: should I try again?

Customer: yes

OSXpert :

yes

Customer: okay

OSXpert :

the commands should be

mount <space> -uw <space> /

Customer: woo oo

Customer: k, it shut off

OSXpert :

okay good

OSXpert :

reboot it next...

Customer: kk

Customer: password XXXXX is up

OSXpert :

k, one of the commands didn't work, we need to try it again

OSXpert :

reboot with command+S again to get back to the prompt

Customer: okay

OSXpert :

let me know when you get back to the root# XXXXX

Customer: k back

Customer: just typed mount uw /

Customer: says no such file

OSXpert :

mount -uw /

OSXpert :

dont forget the "-" before uw

Customer: k

OSXpert :

it should return to the next line with no messages

Customer: k reboot?

OSXpert :

nope, not yet

Customer: oops

Customer: f**k

OSXpert :

run the next command:

rm /var/db/.AppleSetupDone

OSXpert :

did you run it before rebooting?

Customer: mmmmmmm, yeah, sorry starting over

OSXpert :

haha, no worries

OSXpert :

let me know when you get to the prompt

Customer: okay, I am about to throw it out window, I think I will just take in to store

Customer: last try

Customer: talk to me like I am incredibly stupid

OSXpert :

give it one more shot, just stay with me and let's walk through each step together

OSXpert :

haha, alright

Customer: LOL

Customer: great minds, okay

Customer: I have my first prompt

OSXpert :

for sure :)

OSXpert :

alright, first command, show me exactly what you type and any responses you get back after each command, yes?

Customer: okay

OSXpert :

mount -uw /

Customer: :/ root#

OSXpert :

okay good, no messages back from the prompt, correct?

Customer: it says usage : mount blah blah

OSXpert :

yes, but after you hit <return> it should just go to the next line

Customer: yes

Customer: the current line is the root one

OSXpert :

next, this command needs to be typed EXACTLY...

OSXpert :

rm /var/db/.AppleSetupDone

Customer: damn this is stressful

OSXpert :

note the space after "rm" and before the first "/"

OSXpert :

don't stress, once we get this command, it's nearly done

Customer: okay it is perfect

Customer: hit return?

OSXpert :

capital lettes matter, it needs to be typed exactly as I have above...don't forget the "." (period) in front of "Apple"

I will tell you that...the things you have to go through to be an Expert are quite rigorous.

What Customers are Saying:

Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, BillBill M.Schenectady, New York

Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, BillBill M.Schenectady, New York

The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you! FrankCanada

My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed.One Happy CustomerNew York

2 years as a geek squad computer technician, 5 years as a software engineer and unix systems admin

X

Ask a Mac Support Specialist

Get a Professional Answer. 100% Satisfaction Guaranteed.

132 Mac Support Specialists are Online Now

Type Your Mac Question Here...

characters left:

Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.